Wheelchairs and mobility scooters

We are committed to making public transport an easy and convenient experience for people with disabilities.

Space is limited, so wheelchairs or mobility devices are accepted on a first-come, first-served basis as capacity allows. 

Bus

All Metlink buses are wheelchair accessible. However, some mobility devices are not allowed on Metlink buses due to their size and weight.

The following criteria are important:

  • Wheelchairs and mobility devices must not exceed 70cm in width and 90cm in length
  • Wheelchair and mobility device users who are unable to board a service unaided must provide their own helper 
  • The combined weight of either a self-propelled or powered wheelchair and mobility devices and its user must not exceed 250kg
  • Once your wheelchair or mobility device is in the wheelchair area on our vehicles, the brakes must be applied and the power (if applicable) must be switched off

Be aware drivers may not always be able to help you if they have to stay in their seats for safety reasons.

Train

All Metlink train services are accessible to wheelchairs and mobility devices, with allocated parking areas and securing belts.  

Please be aware that:

  • Wheelchair and mobility devices users must provide their own helper if manual lifting and heavy handling of the wheelchair / mobility scooter is required. Train staff will not operate mobility scooters
  • Buses replacing trains can’t always carry wheelchairs or mobility devices;
  • Wheelchairs and mobility devices up to 80cm wide and 130cm long can be conveyed on most services
  • Wheelchairs and mobility devices must be able to turn within a 95cm radius
  • The collective weight of the wheelchair/mobility scooter, passenger and helper on the ramp must not exceed 300kg
  • Once your wheelchair or mobility device is in the wheelchair area on our vehicles, the brakes must be applied and the power (if applicable) must be switched off
  • Wheelchairs and mobility devices must be in a safe and good working condition
  • Luggage and bags must not be attached to the wheelchair/mobility scooter, especially when using the ramp 
  • If you use a folding wheelchair or and mobility device you must be accompanied by enough carers to allow you to travel safely, including getting onto the trains, changing trains where necessary and leaving the train at your destination. Your helper(s) must store the folded wheelchair if necessary
  • Wheelchairs and mobility devices must be secured in the allocated space using the restraints with wheelchair brakes applied. In the case of powered aids, the power is to be switched off

Access

Access to train services is affected by three considerations:

  1. Access from the street to station platforms.
  2. Access from the platform to / from the train ie ramp or hoist access.
  3. Space and availability on the train, ie designated space with restraints.

Some train types are more accessible to people using wheelchairs and mobility scooters than others.  Our ability to provide services to people using wheelchairs and mobility devices differs depending on which line and which train type you are travelling. 

Railway stations

The following railway stations have steps and are not accessible by wheelchair and mobility devices:

  • Awarua Street
  • Takapu Road

These stations may be challenging to access without assistance due to steep ramps:

  • Ava
  • Box Hill
  • Epuni
  • Kenepuru
  • Naenae
  • Ngauranga
  • Paremata
  • Pomare
  • Porirua
  • Taita
  • Wingate
  • Woburn 

Buses replacing trains

Buses replacing trains are not always able to carry wheelchairs and mobility devices, particularly when supplied at short notice.

Planned replacements will include at least one wheelchair-accessible bus per train line.

Call the Metlink Service Centre on 0800 801 700 to find out which service is equipped to carry wheelchairs.

Free mobility scooter hire

Wellington City Council and TSB bank are proving a free mobility scooter at New World Metro in Wellington Railway Station to help people get around and enjoy Wellington city.

The scooter is safe and easy to use and trained staff are available to show you how to use it. Anyone over the age of 18 with limited mobility, from wheelchair users to the elderly, can use it to move around the city.

This scooter is one of several available from 12 locations around Wellington city – Find out more on mobility transport and scooter hire (external link) .

To book the scooter you just need to show some form of ID and you can book it for up to four hours – advanced bookings are recommended.

Harbour Ferry

There is limited capability for wheelchair and mobility devices access. The crew will make every effort to ensure wheelchair users can come on board. Motorised wheelchairs in particular are very difficult as crew have to lift them on board. In most cases top deck access is available as the wheelchair can be wheeled or lifted up the gangway and this allows disembarkation from the top deck on outlying wharves.

Visual impairments

Matangi and Wairarapa trains are fitted with a PA system and automated station information announcements. Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed for the door to open. These green buttons can be pressed when the signal is heard. A warning signal will sound before the doors close.

Route 91 Airport Flyer buses have audio announcements for the next bus stop.

Railway stations that have recently upgraded platforms will have tactile indicators along the platform. 

Hearing impairments

Wairarapa and Matangi trains are fitted with hearing loops and have passenger information displays inside the train showing next station announcements. Hearing loops are located in the designated area for wheelchairs and mobility scooters. Matangi trains display the final destination on the front and side of the trains.  

train green flashing button

Matangi train doors will not open automatically at each station. Each door has a button that needs to be pushed for the door to open. These green buttons can be pressed when they are lit up.

Route 91 Airport Flyer buses have visual stop announcements on a display at the front of the bus.

Disability assist dogs

Disability assist dogs can travel on all Metlink trains, buses, harbour ferries and taxis at any time of the day, when accompanied by their disabled handler or someone involved with their training. This is specified under the Dog Control Act 1996.

You can request to use one the priority seats and your dog should sit on the floor beside you, not on a seat or your knee. You and your dog can travel at any time.

A disability assist dog is a dog certified by a recognised organisation as a dog trained or being trained to assist a person with a disability and Metlink staff may request to see an identification card from one of these recognised organisations:

  • Hearing Dogs for Deaf People New Zealand
  • Mobility Assistance Dogs Trust
  • New Zealand Epilepsy Assist Dog Trust
  • Blind Foundation
  • Top Dog Companion Trust
  • Assistance Dogs New Zealand
  • Perfect Partners Assistance Dogs Trust